Associate III - Production Support

3 - 5 Years
1 Opening
Chennai, Kochi, Trivandrum

Role Proficiency:

Independently support customer applications by monitoring and resolving the system issues. Guides other associates and assists Lead 1 – Production Support

Outcomes:

Measures of Outcomes:

Outputs Expected:

Issue Resolution:

Training:

Escalation:

Document:

Automation:

Mentoring:

Status Reporting:

Manage knowledge:

Release:

Skill Examples:

Knowledge Examples:

• Appropriate software programs/modules/ tools
  • Operating Systems and software platforms

  • Integrated development environment (IDE)

  • DBMS

  • Programming Languages

  • Software life cycle methodology E.g. Agile methods

  • Knowledge base of customer domain and about sub domain where problem is solved

  • Proactively ensure the highest levels of systems availability

  • Agile methods
  
  
  Additional Comments:

  Job description: Associate – Production Support (L3) Responsibilities • Troubleshoot complex issues and provide solutions. • Act as the technical escalation point for issues not resolved by L1/L2 teams. • Develop end to end knowledge on the solution provided to the customer and act as the SME for the IT Ops function. • Being a technical specialist, ensure all incidents are resolved in a timely manner and within the agreed SLAs. • Create documentation of technical procedures, configurations and troubleshooting steps. • Create SOPs for L1/L2 team to carry out routine tasks and application monitoring. • Work with cross functional teams to resolve complex problems. • Continue develop the technical skill and knowledge, keeping up to date with the latest trends. • Drive support improvements and implement automation in support activities wherever possible. • Active participation in SWAT calls / critical incident meetings. • Collaborate with L4 team in getting the code defects fixed. Skills • Excellent verbal and writing communication, interpersonal and analytical skills. • Excellent Troubleshooting and problem-solving skills. • L3 level support experience in JAVA based applications hosted in AWS platform. • Expert in SQL scripting and troubleshooting. • JAVA development / debugging skills • AWS support skills are desirable • Great team player with the ability to work with minimal supervision. • Should be customer focused and empathetic. • Should have good collaboration skills. Experience: 4-10 years of IT experience as L3 Application Support Engineer.

Healthcare,Product Support,Java,Jira